Professional Services Manager (Enterprise Software Implementations)

  • Job Reference: 777245
  • Date Posted: 17 February 2023
  • Recruiter: CliniSys
  • Location: UK Wide - (Home and Field Based)
  • Remote Working: 100% remote working possible
  • Salary: On Application
  • Sector: IT & Technical, Business & Commercial
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: Rebecca Taylor
  • Email:

Job Description

Clinisys is a global provider of intelligent diagnostic informatics solutions and expertise designed to redefine the modern laboratory, across healthcare, life sciences, and public health. Millions of diagnostic results and data insights are generated every day using Clinisys’ platform and cloud-based solutions in over 3,000 laboratories across 34 countries. Headquartered in Tucson, Arizona, and Chertsey, England, Clinisys’ mission is to enhance the effectiveness of diagnostic workflows in any laboratory or testing environment and keep citizens and communities healthier and safer.

Role Summary

An exciting opportunity within our Professional Services organisation leading and managing our implementation teams and resources working across several domains/disciplines deploying our software portfolio to clients across the UK.

Your focus will be on leading, developing, and nurturing your teams (Domains) and your respective Team Leads (Domain Leads), whilst managing and championing the operational running and resource management to ensure delivery to our live Projects and Deployment.

You will need a strong focus on the commercial management of our Professional Services, to achieve efficient and effective utilization of resources, revenue generation, and customer satisfaction.

Key Duties

  • Lead, manage, and develop your team, by performing senior line management across your Teams (Domains), via Domain Leads and your teams of Product Specialists.
  • Forecast, plan and manage the day-to-day deployment of Product Specialists/Consultants to matters, balancing the needs of the business/programme with the development needs of the professional services team member.
  • Lead on the critical HR functions, recruitment, retention, performance management, management of sickness absence & holidays, training and development.
  • Drive and monitor utilisation and billable activity for all consultants across the professional services function on a daily/weekly/monthly basis, highlighting and addressing potential under/over utilisation
  • Play an integral part in implementing and supporting the delivery of work allocation processes, building and maintaining tools.
  • Support and develop your Domain Leads, ensuring they can undertake their management responsibilities.
  • Hold regular meetings with your Domain leads, and their teams to ensure effective communication and team building.
  • Plan and agree resourcing with Project Managers with a view to driving projects forward.
  • Actively participate in, and report to, the wider Professional Services management team.
  • Co-ordinate the training of and training material for the teams and Domain leads.
  • Authorising timesheet tasks/leave/overtime and expenses.
  • Ensuring the maintenance of the skills matrix for each professional services team member.
  • Involvement and initiation of projects that are designed to improve the efficiency and agility of the professional services function.
  • Championing the use of alternative resources including utilising support at other offices or the company's additional business lines.
  • Drive updates to CliniSys’ Delivery Operating Model (known as the “method”), including process and templates, quantifying key components of activity associated with solution delivery and driving efficiencies.
  • Build strong relationships with project managers, programme managers/directors and PMO to create foresight into project/programme resourcing requirements to drive the optimisation of utilisation and update project finances.
  • Update and report on capacity planning for future workforce planning.
  • Data analysis and reporting of forecasted capacity, utilisation, resource availability, and skill sets.
  • Consolidate monthly status reports, using the content to produce & publish professional services portfolio plans.

    Key Skills, Abilities, and Experience

    To be a great Professional Services Manager you need the following skills and experience

    • Strong and proven experience in a management/leadership position undertaking direct line management of a team. Able to Lead, manage and develop team members and leaders.
    • Strong background in managing & allocating resources such as but not limited to;
      • Professional Services or Resources Manager
      • Implementation or Project Manager or Head of Projects
      • Lab Manager/Assistant Director of Operations
  • Solid understanding of project methodologies, tools, and techniques, including planning, RAID and change management
  • Commercial and risk-focused with good operational business acumen
  • Personable and strong stakeholder management capability, with the ability to build strong working relationships with colleagues at a senior level as well as able to lead and inspire a large team.
  • Committed and highly motivated organised individual, with the ability to work under pressure and deliver quality outputs, to tight deadlines, and to communicate competing demands effectively.
  • Working knowledge of MS Excel (pivot tables and lookups), and MS Project or equivalent Project Management Software
  • Demonstrable formal management training or equivalent middle/senior management experience.
  • Experience working within an IT Software or Healthcare organisation preferred.
    • Good verbal and written communication skills
  • Educated to degree level desirable.
  • Current Prince2 certification desirable.

    This role is field based and will see you working from home (UK Wide) and will require regular travel to customer sites, company offices, and events.

    Depending on the experience of the candidate’s skills and expertise, CliniSys offers a competitive basic salary plus a generous package and a great work environment.